Redmine as a Helpdesk Ticketing System

Added by Julio Lacayo about 9 years ago

Hello,

I would like to use Redmine as an IT Helpdesk ticketing solution.

I've installed it and created a project, "Helpdesk".

I've setup LDAP authentication to work with Active Directory, and I've created user accounts.

Emails sent to our support email are generating issues in the "Helpdesk" project with the submitting user as its author.

I added my users as memebers of the "Helpdesk" project with the "Reporter" role.

Now it seems that all my users can view all the issues, and they can all be assigned to the same.

I do not want users seeing other user requests (issues); users should be able to see only their own issue.

Also I do not want all my users to be assignable to an issue; only support staff should be assignable to work on an issue.

Please help me resolve this issues.

Thanks,
Julio

Replies (3)

RE: Redmine as a Helpdesk Ticketing System - Added by Julio Lacayo about 9 years ago

Hello,

I would like to use Redmine as an IT Helpdesk ticketing solution.

I've installed it and created a project, "Helpdesk".

I've setup LDAP authentication to work with Active Directory, and I've created user accounts.

Emails sent to our support email are generating issues in the "Helpdesk" project with the submitting user as its author.

I added my users as members of the "Helpdesk" project with the "Reporter" role.

Now it seems that all my users can view all the issues, and they can all be assigned to the same.

I do not want users seeing other user requests (issues); users should be able to see only their own issue.

Also I do not want all my users to be assignable to an issue; only support staff should be assignable to work on an issue.

Please help me resolve this issues.

Thanks,

RE: Redmine as a Helpdesk Ticketing System - Added by Felix Schäfer about 9 years ago

This is not the intended use-case for redmine and is not doable with a vanilla redmine, there are several patches floating around though, e.g. the "view_onw_issue" patch.

RE: Redmine as a Helpdesk Ticketing System - Added by dj jones almost 3 years ago

Redmine has moved on alot since this thread started!

And there is a widely praised help-desk plugin
- http://www.redmine.org/plugins/redmine_helpdesk

hosted at Github at
- https://github.com/jfqd/redmine_helpdesk

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